But she's asking some of them to sign a non-disclosure agreement (NDA) first.

One customer, Paige Larson, emailed Davis to ask for a refund for a nutrition program she purchased in 2016. Rather than being customized for her, as advertised, the 2016 program was identical to one Larson purchased from Davis a year earlier, Larson told INSIDER.

In an email to Larson on Friday, Davis agreed to give her a refund — but only if she signed an NDA.

"My attorney will also be asking anyone who is refunded to sign a NDA agreement for confidentiality purposes from this point moving forward to protect my name, my brand, and my business in any future situation in person or online," Davis wrote in the email. "The disclosure will need to be signed before the refund can be made."

Larson quickly agreed to sign a non-disclosure agreement and sent along her PayPal information and proof of purchase, as Davis requested. Larson said Davis still hasn't responded to her, she hasn't received an NDA, and Davis also still hasn't issued a refund.

In an email, Brittany Davis asked at least one customer to sign a non-disclosure agreement before they could get a refund. Paige Larson

Davis told INSIDER that she's planning to rectify the situation with each customer on an individual basis.

"Brittany Dawn Fitness has and will continue to acknowledge the concerns and questions of our customers through direct conversations with each of them," she wrote in an emailed statement. "I have set up a monitored customer service email where I have been able to accept and rectify more than two-thirds of the complaints through make-goods, refunds, and plans extensions, depending on each specific situation."

Davis declined to answer INSIDER's questions about the NDAs or the partial refunds.

Davis is experiencing massive backlash

Davis changed tack after dozens of customers complained that they didn't get the services she advertised.

On her site, Davis sells ebooks with diet guidance, customized macro diet plans, and individualized coaching sessions that cost up to $300.

But multiple followers told INSIDER that the diet plans weren't tailored to their specific lifestyle, and that she skipped follow-up appointments after the first coaching session. Followers also said Davis deleted critical comments on social media, and blocked them when they asked about their purchases.

A video making fun of Davis went viral in the online fitness community, and a change.org petition titled "Stop Brittany Dawn Fitness Scams" accrued over 8,000 signatures. A private Facebook group meant to swap stories about Davis now has 3,500 members, and its users organized to ask her sponsors to drop her.

Davis is starting to issue refunds — but she hasn't always given full ones

They almost all had the same themes in common: Davis didn't customize the programs, she didn't follow up on coaching sessions, her nutrition guides didn't make sense, and she didn't respond to emails and messages with customer service complaints.

"I ordered [a plan] in November and didn't get any file until yesterday," one customer, Sophie, told INSIDER on Saturday. "The description says it has '21 amazing recipes,' but the file Brittany sent to me yesterday only contains 11."

Sophie, who spoke on the condition of withholding her last name, said she ultimately received a refund after disputing the case with PayPal, which processed her purchase. Several other customers said they also had success by disputing their transactions with PayPal.

When Davis herself has issued the refunds, she hasn't given full ones, according to emails posted in the private Facebook group and reviewed by INSIDER. She sometimes offered half a refund, and then sent a PayPal transfer for half of that amount.

She's also losing sponsors

Since complaints about Davis went viral, brands have dropped her as sponsors. At least two companies — the nutrition food company Tropeaka and clothing brand TimelessLabel — have dropped her, according to emails and Instagram messages reviewed by INSIDER.

"Whether it's fitness, or a small clothing boutique like ours, please do your research (something we should have done)," TimelessLabel told INSIDER in an email. "Do not give her your hard earned money or the time of day."

In the private Facebook group, many users are upset that Davis is still offering programs on her website, even though she hasn't delivered nutrition plans and coaching sessions that people purchased months ago.

Davis told INSIDER she and her "stakeholders" were putting together a plan that would satisfy customers.

"Brittany Dawn Fitness and each of our stakeholders hope to positively move forward by working to put communication and quality fitness plan execution policies firmly in place so this will never happen again," she wrote in an emailed statement.